By Scott Clark Voice of the Customer (VoC), a term coined by Abbie Griffin and John R. Hauser in a 1993 MIT paper, is a statement of your customers’ experiences, feelings …
Voice of the Customer: What Is It and Why Does It Matter for CX? Read more…
Relegating customer success to a separate team of reps is short-sighted. Instead, you should work to implement a coaching model of relationship-building using these practices. By Chris Cardinal August 30, 2022 Opinions …
How to Adopt a Coach Mindset With Your Customers to Grow Your Business Read more…
Valentina Magana is joining Ecoation as Customer Success Lead. “As part of our Human + Machine philosophy, we always make sure our customers are being looked after by the best …
Valentina Magana joins Ecoation as Customer Success Lead Read more…
In a perfect world, team members across every department would share information, communicate well, and make the business better. But when you’re managing a team of people who work in …
7 Ways to Resolve Communication Issues For Internal Teams Read more…
Edar Dos Santos appointed as Head Client Success in a role new to Fides; Oliver Hediger joins multibank connectivity provider as Head Client Services Fides Treasury Services Ltd., the global …
By Brian P. O’Neill Here are four approaches that you can use to measure your success and help define the narrative that CX is key to driving the success of your …
How Do You Measure Customer Success? Very Carefully Read more…
by Thomas Wieberneit Customer success has become an interesting topic for software vendors and systems integrators, alike. I am thinking about this topic for a while now and now bring …
By Phil Wainewright SUMMARY: Tech industry icon Geoffrey Moore gives his take on the increasingly strategic role of the customer success function at Gainsight’s Pulse 2022 conference. The relatively new business …
Gainsight Pulse 2022 – Geoffrey Moore’s maturity model for Customer Success Read more…
Product-led growth is about enhancing the customer onboarding experience while adhering to a low-touch or no-touch model to encourage a self-serve approach. This article covers how product-led development is utilized …
How Customer Enablement Drives Product-led Growth Read more…
During uncertain times, businesses have a common playbook. First, they implement a hiring freeze, then they go looking for other ways to cut costs and boost efficiency in order to …
Growth Product Managers Will Be Your Most Important Hire This Year Read more…